Field Service Engineer

About the Role

Under the direction of the Manager, Regional Service, the Field Service Engineer provides technical expertise to customers, including installation, maintenance, and repair of purchased products or services. This role interfaces directly with customers, sales staff, and management to manage, install, and resolve system software and hardware failures, product performance issues, and user quality improvements. The Field Service Engineer assists sales representatives with demonstrations and answers technical questions about products or services. Travel is required and is anticipated to be 50-75%. This role is based in Dallas, TX.

Responsibilities

• Troubleshoots, diagnoses, and repairs Mycronic products on customer premises, at company facilities, and via telephone.
• Provides training to customers and participates in the setup and demonstration of new products.
• Assists in the preparation of system orders.
• Provides pre- and post-sales support for all Mycronic services and products.
• Supports meetings and trade shows, including setting up equipment and installing temporary cabling as needed.
• Conducts pre-site inspections, preventative maintenance, and customer care support for service contracts.
• Maintains accurate records of support and repair history for serviced equipment.
• Submits all necessary paperwork, including travel itineraries, trip reports, activity reports, weekly expense, and service reports accurately and in a timely manner.
• Maintains all assigned assets (laptop/computer, phone, tools, and repair parts, etc.).
• Returns defective parts replaced during repair to designated depots in a timely manner.
• Establishes and maintains open lines of communication with key personnel at assigned accounts to stay current with support, repair, and ongoing issues (e.g., installations, upgrades, persistent problems).
• Escalates support issues to management when customer satisfaction is jeopardized.
• Develops and maintains the knowledge and skills required to deliver the highest levels of customer service support.
• Becomes familiar with Mycronic equipment applications and products through structured corporate training programs, on-the-job training, and self-study.
• Works closely with customers, sales representatives, product engineers, administrative staff, and other field support personnel to ensure the highest level of customer support and satisfaction.
• Establishes a communication schedule with service managers and administrators to exchange information on daily and weekly activities.
• Meets all assigned targets and goals set by corporate, regional, and area managers.
• Performs other duties as assigned related to the service processes of the company.

Requirements

• Associate's degree (A.A.) or equivalent from a two-year college or technical school; or a minimum of three years of related experience and/or training; or an equivalent combination of education and experience.
• Three years of related experience with surface mount technology, electronics, and/or robotics.
• Valid driver's license and dependable vehicle.
• Mechanical assembly and basic maintenance experience preferred.
• Proven mechanical, electrical, and computer competency.
• Experience or training/certification in computers and Microsoft Windows environments.

Pay

Expected pay range is between $33.65 and $40.86 per hour, commensurate with experience and qualifications.

Schedule

• Up to 75% travel required.
• Standard office environment with significant computer work expected.

Working Conditions

The physical demands and working conditions described are representative of those required for the role. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently uses hands or fingers, handles or feels objects, tools, or controls. The employee occasionally stands, walks, sits, and reaches with hands and arms. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

About the Company

Mycronic is a global high-tech company whose innovative solutions have been advancing electronics technology for over 40 years. We work alongside leading industry experts on challenging projects that bring tomorrow's electronics to life. Our collaborative, flexible, and open environment fosters personal growth and embraces diversity. At Mycronic, we value relationships with our customers and each other, believing they are key to our success. We encourage involvement and expect every team member to have a voice, empowering our people to make a positive difference for businesses, society, and the planet.